Tech Line Analyst

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Job Description


This role is an exciting opportunity to be part of the NBCU’s Global Service Delivery Team, Tech Line. Hereyou’ll be the first point of contact for NBCU employees and partners who require technical support. Thiscrucial role requires a high level of customer service to ensure best in class client satisfaction targets areboth maintained and exceeded. In this technical role you’ll support and acquire expert knowledge of ourcore NBCU IT landscape. This role will have both onsite and remote options and will report to the Tech LineManager with day to day operational management support coming from Tech Leads.

As a technical support advisor you’ll:
– Be able to juggle and prioritize multiple tasks concurrently
– Have organizational and time management skills
– Be self-starters, excited about technology
– Find answers to resolve complex technical issues

– Providing first line of contact to NBCU employees for IT issues via
over the phone, via chat, email and Service Now tickets
– Break Fix support of IT issues
– Deliver exceptional customer service
– Understand Team targets and deliver to them
– Identify process improvement opportunities and feedback to the management team
– Collaborate where required on service improvement plans and operational projects

– An excellent communicator with strong written and verbal skills
– Someone who genuinely puts their customer first
– A team player who acts in the interest of all
– A passionate and motivated individual


– Experience with common technologies including Windows, OSX, Office 365, AD , mobile etc
– Relevant IT support experience
– Awareness of ITIL fundamentals
– Relevant experience of performing and managing to clearly defined SLA targets
– Passionate about technology